Fang Fang. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 158-168). / Abstracts in English and Chinese. / ABSTRACT --- p.i / ACKNOLEDGEMENTS --- p.iii / CONTENTS --- p.v / Chapter CHAPTER 1 --- Introduction --- p.1 / Chapter 1.1 --- Empirical Puzzles and Theoretical Questions / Chapter 1.2 --- Casing a Case: A Multinational Soft Drink Company as a Theoretical Case to Study the Interactive Service Work and Emotional Labor / Chapter 1.3 --- The Research / Chapter 1.4 --- Overview of the Thesis / Chapter CHAPTER 2 --- Literature Review --- p.17 / Chapter 2.1 --- Labor Control in Interactive Service Work / Chapter 2.2 --- The Dynamic Relationship among Three Parties / Chapter 2.3 --- The Limitation of Emotional Labor in Existence Literature / Chapter CHAPTER 3 --- The Background of the CRs --- p.35 / Chapter 3.1 --- The Soft Drink Industry in China / Chapter 3.2 --- The Characteristics of Soft Drink / Chapter 3.3 --- The Customers Whom the CRs Interact With / Chapter 3.4 --- The Response of Ultimate Consumers / Chapter 3.5 --- The Development of CR / Chapter Chapter 4 --- Distribution of Power and Responsibility --- p.48 / Chapter 4.1 --- Choose the Right Person / Chapter 4.2 --- Comprehensive and All Round Training / Chapter 4.3 --- Getting People to Work / Chapter 4.4 --- Birth of a Principal of the Fixed Area / Chapter Chapter 5 --- Building Relationship Before Selling --- p.85 / Chapter 5.1 --- The Strategy the CRs Use to Control the Customers / Chapter 5.2 --- The Background of Relationship Based Interaction / Chapter 5.3 --- The Dynamic Relationship among Three Parties / Chapter Chapter 6 --- Emotion: the Instrument of Work --- p.121 / Chapter 6.1 --- Surface Acting VS Deep Acting / Chapter 6.2 --- The Functions and Dysfunctions of Emotional Labor / Chapter 6.3 --- The Emotions being Applied in the Work / Chapter Chapter 7 --- Conclusion --- p.144 / Chapter 7.1 --- A New Form of Management Control / Chapter 7.2 --- A Localized Selling Method: Building Personal Relationship / Chapter 7.3 --- A Mass Production of Emotions / Chapter 7.4 --- The Service Society and Rationality / Chapter 7.5 --- Limitations of the Present Study / Appendix 1 RMS (Relative Market Share) Ratio in Shenzhen --- p.155 / Appendix 2 The Granny-Young Lady Picture --- p.156 / Appendix 3 The Background of Informants --- p.157 / Key References --- p.158